Complaint about my experience. Request a refund or ticket for a travel

Item: Citybug Shuttle Services
Rating: 1
Author: Maureen M

Good morning I'm very disappointed with the service I received today. I received a call at 08H50 indicating that my mum is not there. I called my mum only to find out that she was at dropped near Rob Ferreira Hospital. I asked that they pass where she was , they said no they don't do that. My mum got a meter taxi to get there. I requested 2 minutes after 09H00, that is , then the phone kept on dropping when I asked to speak to the manager. The bus left without bring given an opportunity to plead the manager for two minutes. My mum was told to drive behind the bus until Ngodwana as the bus won't stop. I later spoke to the manager who wanted to level up with me and not listening to what I want to say. I told the manager that He was inconsiderate and that what he said was is what I call poor service. As a customer that was definitely poor service as my mum is a pensioner and was not aware she was wanting from 7am at a wrong spot. Not able to negotiate for a special consideration is poor service. Then she get told that she forfeited the money she paid. How can that be so as I was negotiating since 08H55. Can you assist me with a refund or a trip transfer to another date. Your unhappy customer Ms Lawrence

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Replies (1)

Citybug Shuttle Services's replyOfficial

31 Oct 2022, 13:12

Good day Maureen, As per our conversation. Your mum was not at Citybug Shuttle Service but with a different shuttle service that is in the other side of Mbombela. It clearly shows on our ticket that our address is 61 Graniet Street, Mbombela. The courtesy call was made to your mother where you picked up the phone and said you will find out where your mother is. The recording is available where the consultant told you that we cannot wait as per our T&C. Citybug leaves on time as the rest of the passengers were on time and at the right place. You demanded that we drove in the opposite direction to fetch your mother where the consultant told you that we are on the N4 and cannot drive thru Mbombela for your mother that is at the wrong place. The bus only left our premisses at 09:05 (5 minutes later as scheduled) – you have asked for 2 minutes (video footage available as evidence and tracking on the bus). Your mother only arrived at 61 Graniet street at 09:09. Our T&C clearly states: ·
Passengers are required to be at departure points 30 minutes before the time of departure shown on the ticket. Any seat not filled within 5 minutes prior to the scheduled departure time, will be offered for sale to standby passengers on a first come, first served basis.· If you are not on the bus at departure time, you forfeit your money. Yes the option was given to your mother to travel to Ngodwana to catch the bus as the bus will depart at 09:30. The way you have spoken to the manager (recording available) is not fair he only tried to help but you did not give him any gap to speak. An emergency on your side does not constituted an emergency on our side.

Citybug Shuttle Services's reply31 Oct 2022, 13:12

Official